How to Assess the Quality of a Chatbot
Quality is the “totality of characteristics of an entity that bear upon its ability to meet stated and implied needs.” (ISO 9001:2015, p.3.1.5) Quality assurance is the practice of assessing whether a particular product or service has the characteristics to meet needs, and through continuous improvement efforts, we use data to tell us whether or not we are adjusting those characteristics to more effectively meet the needs of our stakeholders.
But what if the entity is a chatbot?
In June 2017, we published a paper that explored that question. We mined the academic and industry literature to determine 1) what quality attributes have been used by others to determine chatbot quality, we 2) organized them according to the efficiency, effectiveness, and satisfaction (using guidance from the ISO 9241 definition of usability), and 3) we explored the utility of Saaty’s Analytic Hierarchy Process (AHP) to help organizations select between one or more versions of chatbots based on quality considerations. (It’s sort of like A/B testing for chatbots.)
“There are many ways for practitioners to apply the material in this article:
- The quality attributes in Table 1 can be used as a checklist for a chatbot implementation team to make sure they have addressed key issues.
- Two or more conversational systems can be compared by selecting the most significant quality attributes.
- Systems can be compared at two points in time to see if quality has improved, which may be particularly useful for adaptive systems that learn as they as exposed to additional participants and topics.”